The problem
The company relied on its own field sales network to generate the technical visits that feed its audit and retrofit business. Sales staff spent much of the day cold calling rather than visiting, and the cost per booked visit rose every quarter.
The problem was not contact volume but conversion: a significant share of appointments fell through before the visit, for lack of a confirmation call and because appointments were being booked with customers who did not meet the scheme's eligibility criteria.
What we did
Corpshore took on appointment setting end to end from its Latin American hubs, with a team trained specifically in Spain Spanish, in the tone a Spanish residential customer expects, and in the eligibility criteria of the applicable subsidy scheme.
The team verifies eligibility before booking, coordinates technicians' calendars to avoid gaps and overlaps, and makes a confirmation call ahead of every visit. That last, unglamorous piece is what moves the no-show rate most.
The client's field sales network stopped prospecting and moved to a full day of visits, which is where it generates margin.
Team shape
An initial team of six agents and a team leader, scaled in steps according to campaign and seasonal demand.
Timeline
A 30-day pilot with two agents to validate the script and eligibility criteria, a three-week transition, and stable operation from the second month.
Data handling and compliance
Processing Spanish residential customers' personal data from Latin America rests on standard contractual clauses, with a transfer impact assessment and minimisation of the data sent to the delivery hub: the team works with the fields needed to book, not the full customer record.
Results
- -38 %
- Cost per booked appointment
- -21 %
- No-show rate
- +11 h/week
- Sales time recovered
- 87 %
- Valid appointments as a share of booked
Against the internal cost of booking through the in-house sales network.
Driven mainly by the confirmation call ahead of each visit.
Per sales representative, once cold prospecting stopped.
After applying eligibility verification before booking.
Figures relate to the period stated in each case and depend on each client's starting point.
What changed is not the number of appointments, it is that the ones reaching the technician are real. We used to lose one in three.